Customer Support Programs

The customer support programs include:

• Start-up and Commissioning of new equipment
• Product Support Agreements
• Emergency Service Calls
• Preventative Maintenance Support
• System Optimization Support

Thermo Fisher Scientific has the largest global support network in the industry, with more than 50 people dedicated to field customer service work around the world. Thermo Fisher has dedicated employees in 15 countries backed up by Customer Service Centers in Wilmington, Massachusetts USA, Limburg, Germany and Shanghai, China

Thermo Fisher supports and services all of its current and predecessor systems. These systems include:

• 21Plus!
• EPlus!
• System 21^TM
• Solution 21^TM
• CIMLine
• LFE ProfitMaster, 4X4, Micro and QualityMaster
• Soter Systems
• TracerLab

Thermo Fisher also services and supports the third party gauging systems in your plant as part of a plant wide arrangement including Thermo Scientific products. We have experts with access to software and parts for systems made by Ohmart, Honeywell, NDC, Beta Control, Yokogawa, Electronic Systems and others.

Start-Up and Commissioning of New Equipment

Thermo Fisher provides a complete service team to ensure proper operation of your system. Our engineers work with the plant personnel to achieve full utilization and benefit of your system. >>more

Product Support Agreements

The Thermo Fisher Product Support Agreement can be tailored to your needs. It includes a variety of features to choose from; therefore, we ensure that you get exactly what you need for the life of your system.

Some options include:

• Guaranteed 24 hour response - On-site response to emergency calls guaranteed within 12 hours of receiving a call on the Thermo Fisher hotline.
• 24-Hour Telephone Support - Access to qualified engineers 24 hours a day, 365 days a year.
• Unlimited Emergency visits to site - Engineering time free of charge - all we ask you to pay is the travel and living costs associated with the visit.
• Express Parts Replacement - Standard part shipped within 24 hours of order with a choice of 15% discount on all parts replacement or 100% parts replacement with the Thermo Fisher Full Service Parts Replacement.

Call us anytime and we are there for you! Our Applications and Technical Services Department can help you with your technical support needs. To increase our quick response time, we have regionalized to minimize your down time. Our specialists are located in the Wilmington Headquarters, Limburg, Germany and Shanghai, China and field experts are located near your plant.

Preventative Maintenance Support

This program is perfect for those who choose to service their own equipment, but desire regular preventative maintenance services from Thermo Fisher. Some features can include quick response technical support, training for one of your technicians and on-site emergency service within 24 hours (36 on weekends and holidays).

System Optimization Support

Thermo Fisher offers systems Optimization Support services to ensure that your gauging system is delivering maximum performance.  An applications engineer will review current performance of your gauging system and ensure maximum performance of measurement and automatic controls.  A fully optimized gauging system can improve your company’s bottom line by reducing raw material usage and improving quality.  Optimization services can be scheduled by contacting our support hotline 800-366-2533 or 978-667-4016.